Budget warranty claims

The warranty claims department has just collapsed. I have a prove of phone logs that I have been calling since December after Innovation Group terminated the service with them. I wait on the call more than an hour till you hang up, I have sent the emails to the department and the manager but no one replies. The claim was submitted on the 1st of December 2023 till Today, no response but they collect cash every month. Does anyone has an advice of what I can possibly do? Because this is beyond frustration. They said they were overwhelmed with claims after taking over from Innovation Group but why are they not at least responding to the emails?